Business Overview
The client is a leading telecommunication firm faced with challenges in providing efficient and timely customer service. These challenges led to inefficient processes, data silos, lack of access to self-service tools, and poor collaboration. To address these issues, the client implemented ServiceNow CSM (Customer Service Management).
Challenges:
Some of the major challenges faced were:
- Inefficient processes: Clients’ customer service workflows were manual and lacked automation, leading to slow resolution times and frustrated customers.
- Data silos: Customer data was scattered across different systems, making it difficult for agents to get a holistic view of customer interactions.
- Limited self-service options: Customers lacked access to self-service tools, leading to an increase in call volume for simple inquiries.
- Poor collaboration: Different departments within the client’s company struggled to collaborate effectively on resolving customer issues.
Solutions:
We implemented ServiceNow CSM to address challenges faced by clients leveraging the Management capabilities of ServiceNow CSM offering the following benefits:
- Streamlined workflows: Automated ticketing system, routing inquiries to the right agent, and predefined workflows improved resolution times.
- Centralized data: A single platform for storing all customer data provides agents with a 360-degree view of customer interactions.
- Self-service portal: A knowledge base and self-service portal empowered customers to find answers to common questions independently.
- Improved collaboration: ServiceNow CSM facilitated seamless communication and collaboration between teams, ensuring faster issue resolution.
